Help Desk Technician

Deborah Adeshina

MARYLAND, US, *****

+1-301-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Dedicated and highly responsive Help Desk Technician with 1+ year of experience supporting enterprise technology environments in AmLaw 100 law firms. Skilled in troubleshooting legal applications, managing service tickets, and providing superior remote and desk-side support to attorneys, paralegals, and staff. Proven track record of resolving incidents quickly while maintaining adherence to ITIL best practices and SLA standards. Demonstrates excellent customer service, documentation, and knowledge-sharing skills. Adept at working independently, managing shifting priorities, and communicating effectively with cross-functional IT teams. Committed to continuous learning and providing a gold-standard user experience for legal professionals under high-pressure conditions.

Core Competencies

End User Support:

•Tier 1 & Tier 2 troubleshooting (hardware/software/network)

•Remote support tools (RDP, Citrix, VPN, TeamViewer)

•Printer configuration and troubleshooting (network/local)

Enterprise Applications:

•Microsoft Office 365 Suite (Word, Excel, Outlook, Teams, SharePoint)

•Legal tools: Workshare Compare, iManage, NetDocuments, Adobe Acrobat Pro

•Video conferencing: Zoom, Webex, Microsoft Teams

Systems & Tools:

•ServiceNow, Zendesk, BMC Remedy (ticketing platforms)

•Active Directory (password resets, group policy lookups)

•Windows 10/11, macOS support

•Mobile device management (iOS, Android, Intune/MDM)

ITIL/Process Management:

•Familiarity with ITIL v4 practices

•Incident, request, and change management workflows

•SLA/KPI tracking and documentation best practices

EMPLOYMENT HISTORY

Antietam Law Group-MD Oct 2023 - Present

IT Help Desk Analyst

•Directed claims auditing processes by identifying discrepancies and applying cybersecurity risk management principles, ensuring alignment with compliance frameworks and supporting secure user access practices.

•Conducted in-depth regulatory research to align operational processes with control standards and maintain adherence to HIPAA and NIST guidelines.

•Provide front-line technical support to over 1,200 end users across multiple time zones and office locations.

•Resolve complex user issues related to legal document management, remote connectivity, and enterprise collaboration platforms.

•Escalate high-priority and unresolved issues to Tier 2 and infrastructure teams using documented escalation paths.

•Maintain real-time logs and update ticket notes in ServiceNow, ensuring compliance with firm SLAs.

•Configure, deploy, and troubleshoot firm-issued laptops and peripheral devices during onboarding and hardware refresh cycles.

•Led initiative to update internal support documentation and user-facing knowledge base content, improving issue resolution time by 18%.

•Coordinate with cybersecurity staff to ensure endpoint compliance with firm’s acceptable use policies.

•Supported after-hours IT needs during high-profile litigation events and quarterly system upgrades.

•Identified potential non-compliance risks by monitoring regulatory updates and emerging industry standards, enhancing risk reporting protocols to security leaders.

•Built positive relationships with regulators and state departments to facilitate licensing clarifications and support compliance audits.

•Integrated third-party security tools into cloud platforms via Azure Integration Services, reinforcing identity and access management controls and overall risk mitigation.

•Provided off-hours escalation support during critical security incidents to ensure rapid response and continuous adherence to gover- nance practices.

Mastec Sep 2018 - Oct 2022

IT Support Intern

•Managed multiple projects, including initiatives related to identity and access management, while ensuring secure network protocols and compliance with regulatory standards such as HIPAA.

•Oversaw critical administrative tasks to support healthcare compliance programs by maintaining secure document storage and executing periodic user access reviews aligned with established identity governance frameworks.

•Assisted senior help desk staff with software installs, password resets, and support for conference room technology.

•Created new hire support tickets and configured accounts for AD, Exchange, and internal systems.

•Supported law firm onboarding classes by setting up user hardware, profiles, and mobile devices.

•Provided floor support during system migrations and application rollouts, documenting user issues in post-project QA logs.

•Received commendation from IT Director for initiative during critical incident resolution involving VPN outage.

•Partnered with internal audit and IT to perform quarterly access certification campaigns, strengthening audit posture and policy enforcement.

Supported cybersecurity compliance initiatives for frameworks such as NIST SP 800-171 and ISO 27001 by documenting incident findings and implementing effective remediation strategies.

TECHNICAL TOOLS & PLATFORMS

•SailPoint • Okta • CyberArk • Active Directory • Azure AD • MFA/SSO • PowerShell • Splunk • ServiceNow • Jira • Bitwarden • AWS IAM • Microsoft Entra ID • DUO • Tenable • Confluence

CERTIFICATIONS

•CompTIA A+ – In Progress (Expected July 2025)

•ITIL Foundation v4 – Scheduled for Q3 2025

•Microsoft Certified: Modern Desktop Administrator Associate

University of Lagos

Relevant coursework: Computer Networking, Systems Administration, Enterprise Security, Technical Writing

LANGUAGES

• English (Native)

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